Customer Service Supervisor – Southampton - £31,000 + Bonus

Working Pattern: Hybrid (once fully trained) Hours: Monday to Saturday (5 days per week) 8:00am–5:30pm or 9:00am–5:30pm - Saturdays: 8:00am–4:00pm (home-based once trained) 1 in 3 Saturdays with a day off in lieu

About the Company

Our client is a well-respected, customer-focused organisation with a strong reputation for quality and service. They are known for investing in their people, offering a supportive environment and clear opportunities for development and progression. Due to continued growth, they are now looking for a Customer Service Supervisor to join their team.

This is a varied role combining hands-on customer service with team support and coaching responsibilities. You’ll be instrumental in ensuring a consistently high standard of service while helping to develop and guide colleagues.

Key responsibilities include:

• Managing customer enquiries via phone and webchat with professionalism and care
• Booking appointments and coordinating customer schedules effectively
• Providing clear, accurate information on services and pricing
• Resolving queries by gathering and assessing relevant details
• Supporting administrative tasks, including maintaining and updating records
• Contacting existing customers to promote services and offers
• Conducting follow-up calls after customer interactions
• Coaching, mentoring, and supporting new and existing team members
• Assisting in improving contact centre processes and performance
• Supporting the achievement of team targets and service standards
• Acting as an escalation point for more complex customer issues
• Monitoring calls and identifying training needs and performance trends

About You

• Confident communicator with strong written and verbal skills
• Customer-focused with excellent listening ability
• Strong problem-solving and analytical skills
• Proactive, self-motivated, and able to lead by example
• Experience in coaching, training, or mentoring colleagues
• Good IT skills and confidence using multiple systems